Utilities module for proactive maintenance application

ABSTRACT

A method of managing proactive maintenance tasks for a communication system. The method includes storing proactive maintenance tasks and searching the tasks using at least one search criteria. Deletion of a proactive maintenance tasks is permitted if the proactive maintenance task has not been sent to a technician dispatch module which dispatches proactive maintenance tasks to technicians. Exclusion of proactive maintenance tasks is permitted if the proactive maintenance task has been sent to the technician dispatch module.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.09/728,195 filed Nov. 30, 2000, which claims the benefit of U.S.Provisional Application No. 60/212,207, filed Jun. 16, 2000, thecontents of which are incorporated by reference herein in theirentirety.

NOTICE OF COPYRIGHT PROTECTION

A portion of the disclosure of this patent document and its figurescontain material subject to copyright protection. The copyright ownerhas no objection to the facsimile reproduction by anyone of the patentdocument or the patent disclosure, but otherwise reserves all copyrightswhatsoever.

BACKGROUND OF THE INVENTION

1. Field of the Invention

This invention generally relates to methods for predicting proactivemaintenance and, more particularly, to methods and systems forpredicting proactive maintenance of the Public Switched TelephoneNetwork.

2. Description of the Related Art

Residential and business telephone customers are connected to telephonesystems by copper cables, copper wires, and even fiber optic cables. Thecopper cables and wires, for example, are the familiar one or moretelephone lines running throughout nearly every home in the UnitedStates. Fiber optic cables are increasingly used to carry voice and databetween metropolitan areas and between business locations. Becausecopper cable, copper wire, and even fiber optic cable connects nearlyall homes and businesses to the telephone system, the Public SwitchedTelephone Network is a massive network composed of billions of coppercables, copper wires, and fiber optic cables. These cables and wiresmust be maintained to provide superior telephone service to thecustomer.

Copper cable and wire, however, are known to deteriorate and to degradeservice. Copper cable and wire suffers from exposure to ozone, summerheat, winter cold, and water. Copper cables and wires are often strungfrom telephone poles, buried underground, and installed within the wallsand floors of buildings. This environmental exposure is acute in olderbuildings and neighborhoods where the telephone lines were installedtwenty-five (25) to fifty (50) years ago. Copper cables and wires, infact, are known to deteriorate at approximately twelve percent (12%) tofifteen percent (15%) per year. The public telephone system, with itsbillions of copper telephone lines, requires a structured, proactivemaintenance plan to ensure telephone customers receive the highestquality telephone service available in the market.

Fiber optic cable must also be maintained. Although the fiber opticcables are often routed within a protective conduit, this conduit maycrack with seasonal freezing and thawing. These cracks allow water toseep into the conduit, and water affects the transmissibility of lightalong the fiber optic cable. Older fiber optic cable may have higherattenuation or even cable breaks. Even something as small as a kink inthe fiber may cause unacceptably high optical losses. Thus, the publictelephone system's increasing use of fiber optic cables requires astructured, proactive maintenance plan to ensure the highest qualitytelephone service.

Telephone service providers, however, are challenged when monitoring andtracking proactive maintenance procedures. Currently proactivemaintenance is assigned, dispatched, and tracked in a manualenvironment. Management relies upon individual experience to determinewhen, and where, proactive maintenance is performed. Managementrecommends proactive maintenance, and management's recommendationfunnels down to supervisors. Supervisors manually write work ordersdescribing the proactive maintenance procedures. These work orders arethen assigned to field technicians. The field technician performs theproactive maintenance and then informs the supervisor. The supervisorcompletes a ticket describing the completed work order, and the ticketfunnels back up to management. This manual process is slower thandesired, and management would prefer a rapid response to customerrequests.

Individual experience and style also influence proactive maintenanceefforts. Some managers strongly believe in proactive maintenance. Othermanagers are less familiar with proactive maintenance. Telephonecustomers, as a result, often have differing experiences in quality andservice. Some managers know immediately what copper cables and wires areoperational and ready for customer use. Other managers have a backlog ofrepairs and require more time to learn what lines are functioning. Thisvaried management style reduces the ability of telephone companies toexecute a unified, customer service plan.

The manual environment also does not adequately prioritize proactivemaintenance. A manager may often have a backlog of proactive maintenancework order. This backlog may be assigned without a focus on the coreimportance of customer service. A technician, for example, may beassigned to paint a graffiti-covered crossconnect box, even though somecustomers are without telephone service. The manual environment tooeasily allows technician efforts to be mistakenly assigned tolower-priority repair work.

The manual environment also hampers bulk repair efforts. Because themanual environment does not collect and track repair work, managers andtechnicians have little knowledge of other repair efforts. Onetechnician may be dispatched to a location to repair a single coppercable, and the next day another technician may be dispatched to the samelocation to repair another copper cable. A single technician, however,could have repaired both copper cables in a single assignment. Bulkrepair is especially important when we remember there may be thousandsof copper cables branching from the crossconnect boxes. The manualenvironment hinders managers from assigning and tracking bulk coppercable repairs to avoid unnecessary labor costs.

The manual environment also inadequately measures technicianproficiency. Although some technicians can repair many copper cables ina few hours, other technicians may not be as efficient and may requiremore time. The manual environment simply counts the number of workorders a technician completed. The manual environment cannot monitorwhat really matters to internal customers; that is, the actual number ofcopper cables repaired by the technician. The manual environment, then,cannot monitor technician efficiency and cannot objectively measuretechnician performance. The manual environment fails to objectivelyreward technicians for their actual efforts.

There is, accordingly, a need in the art for methods and systems forpredicting proactive maintenance of the Public Switched TelephoneNetwork. These methods and systems will preferably monitor and trackproactive maintenance procedures, reduce the influence of erraticmanagement styles and beliefs, prioritize and assign bulk proactivemaintenance procedures, and objectively measure technician proficiency.

BRIEF SUMMARY OF THE INVENTION

The aforementioned problems are reduced by a Proactive MaintenanceApplication. The Proactive Maintenance Application comprises a systemthat may be implemented in a computer program. The Proactive MaintenanceApplication acquires information representing many differentdepartments, disciplines, and operations. The Proactive MaintenanceApplication, for example, may acquire one, or more, of the followingtypes of information: engineering information, customer information,maintenance information, service information, and even real-time processinformation. The Proactive Maintenance Application acquires informationand then combines the information to predict and to prioritize proactivemaintenance procedures. Once the Proactive Maintenance Applicationpredicts and prioritizes the proactive maintenance procedures, theProactive Maintenance Application may even have another feature thatcreates and dispatches work orders. These work orders describe theproactive maintenance procedures that should be performed. Still anotheroptional feature assigns the work orders to a particular technician. Thetechnician receives the work orders and performs the predicted proactivemaintenance procedures.

The Proactive Maintenance Application may be utilized for one or morefunctions. The Proactive Maintenance Application may monitor proactivemaintenance, may assign proactive maintenance, and may track proactivemaintenance. Because the Proactive Maintenance Application collectsinformation from various departments and operations, one advantage isthat the Proactive Maintenance Application provides a centralizeddatabase for proactive maintenance. The Proactive MaintenanceApplication may also be used to monitor the condition of equipment andfacilities and predict what proactive maintenance should be performed.The Proactive Maintenance Application may also generate work ordersdescribing the predicted proactive maintenance and then track theprogress and completion of the work order. The Proactive MaintenanceApplication may even automatically update the centralized database sothat management has a complete, accurate view of equipment andfacilities.

The Proactive Maintenance Application may also be utilized to assignproactive maintenance in bulk. Bulk repairs reduce labor costs andimprove revenue. Because the Proactive Maintenance Application monitorsinformation from many departments, the Proactive Maintenance Applicationcan assign a single technician to perform many overlapping repairs. TheProactive Maintenance Application can even identify what specializedskills and equipment will be needed to complete a repair and, onceidentified, assign those technicians that have the needed skills andequipment. The Proactive Maintenance Application may thus advantageouslyreduce labor costs by reducing redundant technician dispatches. Bulkrepairs also quickly provide more facilities for more customers and,thus, more revenue for the company.

It should be understood that the foregoing description of the ProactiveMaintenance Application system is intended to provide an overview of themany separate inventions encompassed therein. Each of the separateinventive features of the Proactive Maintenance Application system isdescribed in more detail below.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

These and other features, aspects, and advantages of the mobilere-radiating antenna are better understood when the following DetailedDescription of the Invention is read with reference to the accompanyingdrawings, wherein:

FIG. 1 is a block diagram showing the Proactive Maintenance Applicationresiding in a computer system;

FIG. 2 is a block diagram of a communication network representing theoperating environment for the Proactive Maintenance Application;

FIG. 3 is a block diagram showing one embodiment of the ProactiveMaintenance 15 Application;

FIGS. 4A and 4B are diagrams illustrating a local loop of the PublicSwitched Telephone Network;

FIG. 5 is a block diagram showing an alternative embodiment of theProactive

FIG. 6 is a block diagram of the Dynamic Network Analyzer Module 104shown in FIG. 5;

FIG. 7 is a block diagram of the Loop Facilities and Control SystemModule 106 shown in FIG. 5;

FIG. 8 is a functional block diagram of an alternate embodiment of theLoop Facilities and Control System Module 106 shown in FIG. 5;

FIG. 9 is a functional block diagram of the Technician Dispatch Module108 shown in FIG. 5;

FIG. 10 is a functional block diagram of an alternate embodiment of theTechnician Dispatch Module 108 shown in FIG. 5;

FIG. 11 is a table of available management routines in the Utilitiesmodule (shown as reference numeral 110 in FIG. 5);

FIG. 12 is a graphical representation of “Search Criteria” fields in theUtilities module;

FIG. 13 is a graphical representation of “Sort Order” fields in theUtilities module;

FIG. 14 is a graphical representation of data from the ProactiveMaintenance Application;

FIGS. 15-18 are graphical representations further describing additionaluser-selected functions shown in FIG. 14;

FIG. 19 is a graphical representation of the “Edit” function shown inFIG. 14;

FIG. 20 is a graphical representation of the “Print” function shown inFIG. 14;

FIG. 21 is a graphical representation of the “Add Routine” option shownin FIG. 11;

FIG. 22 is a graphical representation of the “Delete Routine” optionshown in FIG. 11;

FIG. 23 is a graphical representation of the “Exclude Routine” optionshown in FIG. 11;

FIG. 24 is a graphical representation of the “LMOS Messages” optionshown in FIG. 11;

FIG. 25 is a graphical representation of the “Pending Search” optionshown in FIG. 11;

FIG. 26 is a graphical representation of a sub-menu for the “Reports”option shown in FIG. 1; and

FIG. 27 is a block diagram showing a non-limiting example forproactively maintaining the local loop.

DETAILED DESCRIPTION OF THE INVENTION

The present invention particularly relates to methods and systems ofmanaging proactive maintenance tasks for a telephone system local loop.One embodiment comprises predicting local loop proactive maintenancetasks, storing local loop proactive maintenance tasks, and searching thetasks using at least one search criteria. The at least one searchcriteria could include at least one of Proactive Maintenance Applicationnumber, Trouble Ticket Number, area code, status, Wire Center, district,manager, and supervisor. The at least one search criteria could alsoinclude at least one of technician, date, address, description,technician narrative, disposition code, priority, intermediate statuscode, work code, authorization, cable, and line pair.

The embodiment also permits sorting and editing the local loop proactivemaintenance tasks. The tasks may be sorted using at least one sortcriteria. The at least one sort criteria could include at least one ofProactive Maintenance Application number, Trouble Ticket Number, areacode, status, Wire Center, district, manager, and supervisor. The atleast one sort criteria could also include at least one of technician,date, address, priority, status code, work code, and authorization. Theembodiment may further comprise editing the local loop proactivemaintenance tasks using at least one edit criteria, the edit criteriaincluding at least one of wire center, district, priority, date, workcode, manager, supervisor, technician, maintenance center,authorization, address, and work description.

The embodiment also permits additional management tasks. The embodimentmay acquire cable and line pair information associated with the localloop proactive maintenance tasks. The embodiment may permit addingadditional local loop proactive maintenance tasks to the stored tasks,and the embodiment may permit deleting stored local loop proactivemaintenance tasks. The embodiment may also allow excluding stored localloop proactive maintenance tasks. The embodiment may comprisecommunicating with a communications network and acquiring informationassociated with a Loop Maintenance Operating System. The embodiment maycomprise searching pending proactive maintenance tasks and generatingsummary reports describing the local loop proactive maintenance tasks.The embodiment may further comprise generating and dispatching workorder information describing the local loop proactive maintenance tasks.

Another embodiment comprises a system configured for predictingproactive maintenance of a telephone system local loop. The systemcomprises at least one of a Dynamic Network Analyzer module and a LoopFacilities and Control System module. The Dynamic Network Analyzermodule communicates with a communications network and acquiresinformation associated with a Dynamic Network Analyzer. The LoopFacilities and Control System module communicates with thecommunications network and acquires information associated with a LoopFacilities and Control System. A database is stored in memory, and thedatabase stores the acquired information. A processor is capable ofprocessing information stored in the database and of generatingpredicted proactive maintenance. A Utilities module manages thepredicted proactive maintenance.

Still another embodiment describes a computer program product forproactively maintaining a telephone system. This computer programproduct comprises a computer-readable medium, and a Utilities module isstored on the medium. The Utilities module manages local loop proactivemaintenance tasks. This computer program product may also comprise aDynamic Network Analyzer module stored on the medium. The DynamicNetwork Analyzer module couples to a Dynamic Network Analyzer over acommunications network. The Dynamic Network Analyzer module acquiresinformation associated with the Dynamic Network Analyzer.

The computer program product may also comprise a Loop Facilities andControl System module stored on the medium. The Loop Facilities andControl System module couples to a Loop Facilities and Control Systemover a communications network. The Loop Facilities and Control Systemmodule acquires information associated with the Loop Facilities andControl System.

“Proactive maintenance” predicts what maintenance procedures should beperformed to avoid later, catastrophic equipment failures. The objectiveis to predict and perform equipment maintenance before the equipmentactually begins to fail. The systems and methods described herein can beutilized to acquire information representing many different departments,disciplines, and operations. All this information may then be used topredict the early stages of equipment failure. The systems and methodsthus allow engineers and field technicians to correct early-stagefailures before the normal progression of failure starts. The systemsand methods of the present invention may advantageously be used todetermine the need for equipment repair, or for equipment replacement,in time to avoid more catastrophic equipment failures.

FIGS. 1 and 2 depict a possible operating environment for an embodimentof the present invention in computer software. This embodiment of aProactive Maintenance Application 20 comprises a computer program thatacquires information and predicts proactive maintenance. As thoseskilled in the art of computer programming recognize, computer programsare depicted as process and symbolic representations of computeroperations. Computer components, such as a central processor, memorydevices, and display devices, execute these computer operations. Thecomputer operations include manipulation of data bits by the centralprocessor, and the memory devices maintain the data bits in datastructures. The process and symbolic representations are understood, bythose skilled in the art of computer programming, to convey thediscoveries in the art.

FIG. 1 is a block diagram showing the Proactive Maintenance Application20 residing in a computer system 22. The Proactive MaintenanceApplication 20 may be stored within a system memory device 24. Thecomputer system 22 also has a central processor 26 executing anoperating system 28. The operating system 28 also resides within thesystem memory device 24. The operating system 28, as is well known, hasa set of instructions that control the internal functions of thecomputer system 22. A system bus 30 communicates signals, such as datasignals, control signals, and address signals, between the centralprocessor 26, the system memory device 24, and at least one peripheralport 32. While the computer system 22 is a Hewlett Packard 9000, thoseof ordinary skill in the art understand that the program, processes,methods, and systems described in this patent are not limited to anyparticular computer system or computer hardware.

Those of ordinary skill in the art also understand the central processor26 is typically a microprocessor. Advanced Micro Devices, Inc., forexample, manufactures a full line of ATHLON™ microprocessors (ATHLON™ isa trademark of Advanced Micro Devices, Inc., One AMD Place, P.O. Box3453, Sunnyvale, Calif. 94088-3453, 408.732.2400, 800.538.8450). TheIntel Corporation also manufactures a family of X86 and P86microprocessors (Intel Corporation, 2200 Mission College Blvd., SantaClara, Calif. 95052-8119, 408.765.8080). Other microprocessormanufacturers include Motorola, Inc. (1303 East Algonquin Road, P.O. BoxA3309 Schaumburg, Ill. 60196), International Business Machines Corp.(New Orchard Road, Armonk, N.Y. 10504, (914) 499-1900), and TransmetaCorp. (3940 Freedom Circle, Santa Clara, Calif. 95054). While only onemicroprocessor is shown, those of ordinary skill in the art alsorecognize multiple processors may be utilized. Those of ordinary skillin the art further understand that the program, processes, methods, andsystems described in this patent are not limited to any particularmanufacturer's central processor.

The system memory 24 also contains an application program 34 and a BasicInput/Output System (BIOS) program 36. The application program 34cooperates with the operating system 28 and with the at least oneperipheral port 32 to provide a Graphical User Interface (GUI) 38. TheGraphical User Interface 38 is typically a combination of signalscommunicated along a keyboard port 40, a monitor port 42, a mouse port44, and one or more drive ports 46. The Basic Input/Output System 36, asis well known in the art, interprets requests from the operating system28. The Basic Input/Output System 36 then interfaces with the keyboardport 40, the monitor port 42, the mouse port 44, and the drive ports 46to execute the request.

The operating system 28 is WINDOWS NT® (WINDOWS NT® is a registeredtrademark of Microsoft Corporation, One Microsoft Way, Redmond Wash.98052-6399, 425.882.8080). WINDOWS NT® is preinstalled in the systemmemory device 24 on the Hewlett Packard 500. Those skilled in the artalso recognize many other operating systems are suitable, such as UNIX®(UNIX® is a registered trademark of the Open Source Group), Linux, andMac® OS (Mac® is a registered trademark of Apple Computer, Inc., 1Infinite Loop, Cupertino, Calif. 95014, 408.996.1010). Those of ordinaryskill in the art again understand that the program, processes, methods,and systems described in this patent are not limited to any particularoperating system.

FIG. 2 is a block diagram of a communications network 48. Thiscommunications network 48 further represents an operating environmentfor the Proactive Maintenance Application (shown as reference numeral 20in FIG. 1). The Proactive Maintenance Application resides within thememory storage device (shown as reference numeral 24 in FIG. 1) in thecomputer system 22. The computer system 22 is conveniently shown as acomputer server 50 representing the Hewlett Packard 500. The computersystem 22 communicates with a Local Area Network (LAN) 52 along one ormore data communication lines 54. As those skilled in the art have longunderstood, the Local Area Network 52 is a grid of communication linesthrough which information is shared between multiple nodes. Thesemultiple nodes are conventionally described as network computers. Asthose of ordinary skill in the art also recognize, the Local AreaNetwork 52 may itself communicate with a Wide Area Network (WAN) 56. Thecommunications network 48 allows the Proactive Maintenance Applicationto request and acquire information from many computers connected to theLocal Area Network 52 and the Wide Area Network 56. The communicationsnetwork 48 may even communicate with a globally distributed computingnetwork.

As FIG. 2 shows, the Proactive Maintenance Application requests andacquires information from many other computers connected to thecommunications network 48. The Proactive Maintenance Application, forexample, acquires information from a switching computer 58 locatedwithin at a telephone system's central office. The Proactive MaintenanceApplication could also acquire information from an engineering computer60 at an engineering facility. FIG. 2 even shows that remote users, suchas field technicians, may use a portable computer 62 to dial into thecommunications network 48 and remotely access the Proactive MaintenanceApplication. Because many computers may be connected to thecommunications network 48, computers and computers users may share andcommunicate a vast amount of information.

FIG. 3 is a block diagram showing one embodiment of the ProactiveMaintenance Application 20. The Proactive Maintenance Application 20 isa computer program platform that acquires information from thecommunications network (shown as reference numeral 48 in FIG. 2) anduses this information to predict proactive maintenance procedures. AsFIG. 3 illustrates, the Proactive Maintenance Application 20 may acquireinformation representing many different departments, disciplines, andoperations. The Proactive Maintenance Application 20, for example, mayacquire one or more of the following information types: engineeringinformation 64, customer information 66, maintenance information 68,service information 70, and even real-time process information 72. TheProactive Maintenance Application 20 acquires this information andstores this information in a Proactive Maintenance Application Database74. The Proactive Maintenance Application 20 then combines the acquiredinformation, for example, the engineering information 64, customerinformation 66, maintenance information 68, service information 70,and/or real-time process information 72, to predict and to prioritizeproactive maintenance procedures. The Proactive Maintenance Application20 may further assign weights to each source of information to increaseor decrease the influence of either combined component.

The engineering information 64 may represent various engineeringactivities. The engineering information 64, for example, could representcomponent or system durability test results, model shop equipmenterrors, or CAD/CAM dimensions and/or tolerances. The engineeringinformation 64 may also represent component or system performance data,material specifications, or even government regulations. Anyengineering-type information that could be used to predict proactivemaintenance is considered within the ambit of the engineeringinformation 64.

The customer information 66 may represent various customer activities.The customer information 66, for example, may represent actual customerpurchasing preferences, marketing data, or customer product or processimprovement suggestions. The customer information 66 may also representcustomer demographic data, customer order information, or even customerprofiles. Any customer-type information that could be used to predictproactive maintenance is considered within the ambit of the customerinformation 66.

The maintenance information 68 may represent various maintenanceactivities. The maintenance information 68, for example, may representcomponent replacement history, system or process performance history, orequipment repair history. The maintenance information 68 may alsorepresent process measurement data, statistical process control data,maintenance logs, and even technician data. Any maintenance-typeinformation that could be used to predict proactive maintenance isconsidered within the ambit of the maintenance information 68.

The service information 70 may represent various service activities. Theservice information 70, for example, may represent warranty information,unique or special service tooling information, limitations encounteredduring service repairs, or obstacles encountered during service repairs.The service information 70 may also represent field conditions (e.g.temperature, humidity, dust, and dirt), availability of originalequipment manufacture (OEM) service parts, or even failure data. Anyservice-type information that could be used to predict proactivemaintenance is considered within the ambit of the service information70.

The real-time process information 72 may represent various processactivities. The real-time process information 72, for example, mayrepresent equipment wear indicators, gauge data, or process data (e.g.,mold temperature data, cleaning/washing fluid turbidity data, or machinespeed data). The real-time process information 72 may also representre-work information, shift production data, or even line shut-downindicators. Any process-type information that could be used to predictproactive maintenance is considered within the ambit of the real-timeprocess information 72.

The Proactive Maintenance Application 20 may even dispatch work orders.Once the Proactive Maintenance Application 20 predicts and prioritizesthe proactive maintenance procedures, the Proactive MaintenanceApplication 20 then interfaces with a technician dispatch system 76 tocreate and dispatch work orders. These work orders describe theproactive maintenance procedures that should be performed. The ProactiveMaintenance Application 20 may even assign the work orders to aparticular technician. The technician receives the work orders andperforms the predicted proactive maintenance procedures.

Those of ordinary skill, and even unskilled, in the art recognize theProactive processes. The Proactive Maintenance Application 20 isespecially applicable to the Public Switched Telephone Network. ThePublic Switched Telephone Network (PSTN) is composed of many switchesand thousands of copper cables, copper wires, and fiber optic cables.These copper and fiber optic cables are often buried underground, strungfrom telephone poles, and tucked within the walls of buildings. Becausethese cables may deteriorate at approximately twelve percent (12%) tofifteen percent (15%) per year, the local telephone carrier needs toproactively maintain the system to provide quality telephone service. Ifthe system is not adequately maintained, customer complaints increase,quality suffers, and costs increase.

Another reason to implement the Proactive Maintenance Application islocal telephone competition. Where local telephone service was once amonopoly, competition is now coming to the local arena. There will be amix of copper cables, trunks, switches, and services provided by eachlocal carrier. See ROBERT A. GABLE, TELECOMMUNICATIONS DEPARTMENTMANAGEMENT 232 (1999). Perhaps the most challenging aspect of this localcompetition is managing the local telephone system. See id. Localtelephone service providers must maintain a meticulously accuratedatabase of their respective cables and switches. No telephone companycan afford to repair and maintain another company's cables and switches.The Proactive Maintenance Application 20 could improve a local serviceprovider's competitive position by mechanizing maintenance procedures.

FIGS. 4A and 4B illustrate the need for proactive maintenance of thePublic Switched Telephone Network. FIG. 4A is a diagram illustrating alocal loop 78 of the Public Switched Telephone Network. The local loop78 is the physical infrastructure that routes telephone calls betweencustomers. A residential telephone customer, for example, places a callusing terminal equipment 80 located inside a house 82. While FIG. 4Ashows the terminal equipment 80 as a common telephone, the terminalequipment 80 could alternatively be a facsimile machine, personalcomputer modem, or other similar equipment. The terminal equipment 80converts sound into electrical signals. The electrical signals travelalong a copper line pair 84 to a small cross-connect 86. The smallcross-connect 86 is shown located atop a utility pole 88, but the smallcross-connect 86 could be located at ground level in newerinstallations. A distribution cable 90 carries the electrical signalsfrom the small cross-connect 86 to a large cross-connect 92. A feedercable 94 carries the electrical signals to a central office 96. Insidethe central office is a main frame switch 98. The main frame switch 98routes the electrical signals to the proper destination. See RICHARD A.THOMPSON, TELEPHONE SWITCHING SYSTEMS 7 1-72 (2000).

FIG. 4B shows the central office 96 may serve multiple local loops.While FIG. 4A shows only one (1) feeder cable 94, FIG. 4B shows that thecentral office 96 may serve multiple feeder cables. Each feeder cable 94may carry thousands of copper line pairs to each respective largecross-connect 92. Each feeder cable 94, therefore, serves a differentpart of the community. Each large cross-connect 92, in turn, may serveas a distribution point for many small cross-connects 86. Each smallcross-connect 86, in turn, serves many residential households 82. Theremay, in turn, be multiple central offices, with each central office 96connected by a trunk line 100. See THOMPSON, supra, at 71. Thecomplexity of the Public Switched Telephone Network is further magnifiedknowing there are approximately forty thousand (40,000) central officeslocated throughout the United States. See THOMPSON, supra, at 95. Such acomplex system, with billions of copper line pairs and fiber opticcables, requires a meticulously detailed, logical, and simplemaintenance system to ensure quality telephone service.

The Proactive Maintenance Application 20, therefore, is very useful forproactively maintaining the local loops of Public Switched TelephoneNetwork. FIG. 5 is a block diagram showing an alternative embodiment ofthe Proactive Maintenance Application 20. This alternative embodiment isconfigured for proactively maintaining the local loop (shown asreference numeral 78 in FIG. 4A). The Proactive Maintenance ApplicationDatabase 74 interfaces with other modules to predict and manageproactive maintenance. These modules include an Administrative Module102, a Dynamic Network Analyzer Module 104, a Loop Facilities andControl System Module 106, a Technician Dispatch Module 108, and aUtilities Module 110. A Loop Engineering Information System module mayalso be included as shown and as described in U.S. patent applicationSer. No. 09/726,751, filed Nov. 30, 2000, titled “Proactive MaintenanceApplication” and incorporated herein by reference in its entirety. TheProactive Maintenance Application Database 74, in addition, acceptsmanually-entered supervisor data 112 and manually-entered techniciandata 114. Each module and data input provides information for predictingand for managing proactive maintenance procedures. The ProactiveMaintenance Application Database 74 acquires and combines all thisinformation. The Proactive Maintenance Application Database 74 predicts,based upon the combined information, what proactive maintenanceprocedures should be performed to maintain the local loop. The ProactiveMaintenance Application Database 74 prioritizes these proactivemaintenance procedures. The Proactive Maintenance Application Databasethen interfaces with the Technician Dispatch Module 108 to generate andto dispatch proactive maintenance work orders. These proactivemaintenance work orders are assigned to field service technicians, andthe field service technicians perform the predicted proactivemaintenance procedures.

The Proactive Maintenance Application 20 may also track the status ofwork orders. Not only does the Proactive Maintenance Application 20prioritize work orders, but the Proactive Maintenance Application 20also receives progress updates. Users of the Proactive MaintenanceApplication 20 can learn the date a work order was (or will be)dispatched, the name of any assigned field technician, and whether thefield technician has completed the work order. The field technician mayeven update the Proactive Maintenance Application 20 with progressreports, estimated completion time and date, any needed equipment, orany required support. The Proactive Maintenance Application 20 thusprovides a common repository or database of pending and assigned workorders for all users to access and use.

The Proactive Maintenance Application 20 may also provide historicalwork order information. Because the Proactive Maintenance Application 20stores all generated work orders, the Proactive Maintenance Application20 provides an easy and quick access to historical work orderinformation. The Proactive Maintenance Application 20, for example,could be searched to learn how many times a particular crossconnect hasbeen serviced, how frequently a particular customer's line has beenrepaired, or what areas are especially prone to repair. This historicalinformation enables the Proactive Maintenance Application 20, and theusers of Proactive Maintenance Application 20, to improve proactivemaintenance and to thus improve telephone service.

The Proactive Maintenance Application 20 may be physically embodied onor in a computer-readable medium. This computer-readable medium includesCD-ROM, DVD, tape, cassette, floppy disk, memory card, and alarge-capacity disk (such as IOMEGA®, ZIP®, JAZZ®, and otherlarge-capacity memory products) (IOMEGA®, ZIP®, and JAZZ® are registeredtrademarks of Iomega Corporation, 1821 W. Iomega Way, Roy, Utah 84067,801.332.1000). This computer-readable medium, or media, could bedistributed to end-users, licensees, and assignees. These types ofcomputer readable media, and other types not mentioned here butconsidered within the scope of the present invention, allow theProactive Maintenance Application to be easily disseminated.

A computer program product for proactively maintaining a telephonesystem may comprise the computer-readable medium and one or moremodules. This computer program product comprises a computer-readablemedium, and the Dynamic Network Analyzer module 104 is stored on themedium. The Dynamic Network Analyzer module 104 couples to a DynamicNetwork Analyzer over the communications network. The Dynamic NetworkAnalyzer module 104 acquires information associated with the DynamicNetwork Analyzer. The computer program product may also comprise theLoop Facilities and Control System module 106 stored on the medium. TheLoop Facilities and Control System module 106 couples to a LoopFacilities and Control System over a communications network. The LoopFacilities and Control System module acquires information associatedwith the Loop Facilities and Control System. The Utilities module 110 isalso stored on the medium. The Utilities module 110 manages local loopproactive maintenance tasks.

The Administrative Module 102

The Administrative Module 102 provides system administration. A systemsadministrator uses the Administrative Module 102 to maintain and tomanage the Proactive Maintenance Application 20. The systemsadministrator can use the Administrative Module 102 to establish anddefine many parameters that the Proactive Maintenance Application 20requires. The Administrative Module 102, for example, defines the usersof the Proactive Maintenance Application 20, their passwords, and whatprivileges each user will have. The Administrative Module 102 may alsobe used to define security levels for accessing the ProactiveMaintenance Application 20. One level of security, for example, may beestablished for those users accessing 30 the Proactive MaintenanceApplication 20 from outside a network firewall. Another level ofsecurity could be established for those users accessing from within thenetwork firewall. The Administrative Module 102 may also be used to addor remove printer destinations or even edit printer information. Fieldsupervisors may also use the Administrative Module 102 to identify fieldservice technicians who will be assigned proactive maintenance workorders. The Administrative Module 102, in short, manages the ProactiveMaintenance Application 20 and pre-populates any administrative datarequired by other interfaces.

The Dynamic Network Analyzer Module 104

FIG. 6 is a block diagram of the Dynamic Network Analyzer Module 104shown in FIG. 5. The Dynamic Network Analyzer Module 104 provideshistorical information to the Proactive Maintenance Application Database74. The Dynamic Network Analyzer Module 104 communicates with thecommunications network (shown as reference numeral 48 in FIG. 2) andacquires Dynamic Network Analyzer information 116 from a Dynamic NetworkAnalyzer 118. The Dynamic Network Analyzer 118 is a software applicationthat counts all customer trouble reports since a specific work order wasissued or completed. These trouble reports, commonly referred to asTrouble Since Issued (TSI) reports, are utilized to re-prioritize openwork orders on a daily basis. Each Trouble Since Issued report isassociated with a particular feeder cable (shown as reference numeral 94in FIGS. 4A and 4B) and a particular copper line pair within that feedercable. The Dynamic Network Analyzer 118, for example, is typically runevery week. The Dynamic Network Analyzer 118 generates a listing of whatmaintenance needs to be done based upon trouble history from customertrouble reports. The Dynamic Network Analyzer Module 104 communicateswith the communications network and acquires the Dynamic NetworkAnalyzer information 116 as an ASCII file. The Proactive MaintenanceApplication Database 74 acquires this ASCII file to create andprioritize maintenance work orders. The 25 Proactive MaintenanceApplication Database 74 then interfaces with the Technician DispatchModule 108 to generate and dispatch proactive maintenance work orders.

The Loop Facilities and Control System Module 106

FIG. 7 is a block diagram of the Loop Facilities and Control SystemModule 106 shown in FIG. 5. The Loop Facilities and Control SystemModule 106 communicates with the communications network (shown asreference numeral 48 in FIG. 2) and acquires Pending Service OrderInformation 120 from a Loop Facilities and Control System 122. The LoopFacilities and Control System 122 maintains an engineering database ofpending service orders. The Loop Facilities and Control System 122provides the status of each copper line pair in a 5 specified feedercable (shown as reference numeral 94 in FIGS. 4A and 4B) associated withpending service orders. Pending service orders are conventionallywritten up manually and distributed from management down to thetechnician. This conventional distribution process is extremely slow,often requiring several weeks. The Loop Facilities and Control SystemModule 106, however, acquires the pending service order information 120and merges the pending service order information 120 into a proactivemaintenance work order. The Proactive Maintenance Application Database74 then interfaces with the Technician Dispatch Module 108 to generateand dispatch proactive maintenance work orders. The field technician cancomplete both a proactive maintenance work order and a pending serviceorder. The Proactive Maintenance Application 20 thus eliminates themanual paper trail and eliminates the very slow conventional process.

The Proactive Maintenance Application 20 also permits the techniciansupervisor to immediately update the Loop Facilities and Control System122. Once the technician supervisor assigns a particular technician, thetechnician supervisor can email the pending service order information120 directly to the field technician. The technician supervisor couldalternatively generate the pending service order information 120 to thefield technician's computer printer. The field technician receives thepending service order information 120, completes the service order, andreturns the completed service order to the technician supervisor. Thetechnician supervisor can then immediately log into the ProactiveMaintenance Application 20 and manually update the system with thecompleted service order. This manually-entered supervisor data 112 isacquired by the Proactive Maintenance Application 20. The ProactiveMaintenance Application 20 immediately communicates completed serviceorder information 124 to the Loop Facilities and Control System Module106. The Loop Facilities and Control System Module 106 communicates thiscompleted service order information 124 to the Loop Facilities andControl System 122. The Loop Facilities and Control System 122 isimmediately and automatically updated with any completed service orders.

The Proactive Maintenance Application 20 is a great improvement. Pendingservice orders with clear defective pairs were previously manuallywritten and distributed from management down to the technician. Anypending service order could take weeks to funnel from central managementdown to the actual field technician. The Proactive MaintenanceApplication 20, however, compresses the time to complete a pendingservice order. The Proactive Maintenance Application 20 can now issue apending service order in minutes. The Proactive Maintenance Application20 also immediately and automatically updates the Loop Facilities andControl System 122 database of pending service orders. Thus whenever apending service order is completed, the local telephone service providerknows within minutes that a copper line pair is available for use. Thenow-available copper line pair is ready to provide telephone service andto generate revenue for the local telephone service provider. TheProactive Maintenance Application 20, therefore, reduces service orderresponse times, improves utilization of copper line pairs, and increasesoperational revenues.

FIG. 8 is a functional block diagram of an alternate embodiment of theLoop Facilities and Control System Module 106 shown in FIG. 5. Thisalternate embodiment allows the field technician to log onto into theProactive Maintenance Application 20 and manually update the ProactiveMaintenance Application 20 with a completed service order. Thismanually-entered technician data 114 is acquired by the ProactiveMaintenance Application Database 74. The Proactive MaintenanceApplication Database 74 immediately passes the completed service orderinformation 124 to the Loop Facilities and Control System Module 106.The Loop Facilities and Control System Module 106 sends this completedservice order information 124 to the Loop Facilities and Control System122. This embodiment allows the field technician to update the LoopFacilities and Control System 122 without supervisor effort.

The Technician Dispatch Module 108

FIG. 9 is a functional block diagram of the Technician Dispatch Module108 shown in FIG. 5. The Technician Dispatch Module 108 not onlydispatches proactive maintenance work orders, but the TechnicianDispatch Module 108 also tracks field technician proficiencies. Once theProactive Maintenance Application 20 generates a proactive maintenancework order, the Technician Dispatch Module 108 acquires generatedproactive maintenance work order information 126 representing thegenerated proactive maintenance work order. The Technician DispatchModule 108 communicates the generated proactive maintenance work orderinformation 126 to a Loop Maintenance Operating System 128. The LoopMaintenance Operating System 128 communicates the generated proactivemaintenance work order information 126 to a Tech Access System 130. TheTech Access System 130 is one component of the TELCORDIA™ Work and ForceManagement Suite of products (TELCORDIA™ is a trademark claimed byTelcordia Technologies, Inc., 445 South St., Morristown, N.J. 07960USA). The Tech Access System 130 dispatches a work order describing thegenerated proactive maintenance work order information 126. TheTechnician Dispatch Module 108, in turn, retrieves and communicates workorder information 132 from the Loop Maintenance Operating System 128 tothe Proactive Maintenance Application Database 74, with the work orderinformation 132 representing a work order ticket number. The TechnicianDispatch Module 108 may also retrieve and communicate hourly updateinformation 134 from the Loop Maintenance Operating System 128 to theProactive Maintenance Application Database 74. The hourly updateinformation 134 represents the status of each work order ticket number.

FIG. 10 is a functional block diagram of an alternative embodiment ofthe Technician Dispatch Module 108 shown in FIG. 5. This alternativeembodiment allows the Technician Dispatch Module 108 to directlyinterface with the Tech Access System 130. The Technician DispatchModule 108 communicates the generated proactive maintenance work orderinformation 126 to the Tech Access System 130. The Tech Access System130 dispatches a work order describing the generated proactivemaintenance work order information 126. The Technician Dispatch Module108, in turn, retrieves and communicates the work order information 132to the Proactive Maintenance Application Database 74. The Tech AccessSystem 130 also communicates the hourly update information 134 on thestatus of each work order ticket number.

The Utilities Module 110

The Utilities module (shown as reference numeral 110 in FIG. 5) managesthe proactive maintenance tasks stored in the Proactive MaintenanceApplication Database 74. The Utilities module contains routines thatallow a user to search, edit, add, and even delete records stored in theProactive Maintenance Application Database 74. The Utilities module, forexample, may be used to create new work order tickets, to manually closework order tickets, to dispatch work order tickets, and to find andupdate work order tickets. Because the Utilities module may be used tocreate, close, and even alter work orders, the list of approved usersmay be limited or restricted to field supervisors or to specific usergroups.

The Utilities module may be used to issue proactive maintenance tasks.The Utilities module could be used to perform central office work orframe activity. The Utilities module may be used to issue a cable locaterequest. A user could use the Utilities module to issue installationwork orders, such as placing network access wires, placing networkinterfaces, placing cross-connect jumpers, or placing Digital LoopCarrier cards. The Utilities module could be used to assignpre-installation work at special events (e.g., golf tournaments,football games, the Kentucky Derby). The Utilities module could also beused to assign post-special event breakdown work (removing/dismantlingequipment installed for special events). The Utilities module is alsoused to assign miscellaneous work, such as cleaning graffiti fromterminals or repairing cut lines at construction sites.

FIG. 11 is a table of available management routines in the Utilitiesmodule. As FIG. 11 shows, a user may search the Proactive MaintenanceApplication Database (shown as reference numeral 74 in FIG. 5) for aspecific proactive maintenance work order or a group of work orders.Users may add new proactive maintenance work orders or delete existingwork orders. A user could even exclude a pending proactive maintenancework order that has already been dispatched. Users may view messagesfrom the Loop Maintenance Operating System (shown as reference numeral128 in FIG. 9) and conduct a search of pending proactive maintenancework orders. The Utilities module also provides various reports formatsfor generating summary reports. The user strikes keyboard arrow keys tohighlight the desired option. The inventor anticipates that the “SearchDatabase” option will be the most frequently used routine, so FIGS.12-20 will first describe the search option.

FIG. 12 is a graphical representation of “Search Criteria” fields. The“Search Criteria” fields are obtained by highlighting the “SearchDatabase” option shown in FIG. 11. All fields need not be populated. Themore fields populated, however, the more selective and more narrow thesearch. A short description of the various fields is below.

-   -   PMA Number—a unique number for each proactive maintenance work        order. Because the PMA Number is unique to each proactive        maintenance work order, no other search information is required        when the complete PMA Number is entered. The PMA Number, in the        preferred embodiment, is a nine (9) digit number. The format is        yymmnnnnn, where yy is year, mm is month, and nnnnn is a        sequential number assigned by the Proactive Maintenance        Application.    -   LMOS TTN—a Trouble Ticket Number generated by the Loop        Maintenance Operating System (shown as reference numeral 128 in        FIG. 9).    -   Status—each proactive maintenance task has a status. “Pending”        would indicate the Proactive Maintenance Application has created        a work order, but the work order has not been sent to the        Technician Dispatch Module (shown as reference numeral 108 in        FIGS. 5, 9, and 10). “Dispatched” would indicate the work order        has been sent to the Technician Dispatch Module and a Trouble        Ticket Number has been assigned. “Completed” indicates the work        order has been completed. “Excluded” indicates the work order        has been excluded from “pending” status.    -   Specify Sort Order—allows the user to sort the retrieved data        (this option will be discussed below with reference to FIG. 13).    -   NPA WC—the area code and Wire Center assigned to proactive        maintenance work orders.    -   District—a four (4) digit district number assigned to proactive        maintenance work orders.    -   Manager—the manager responsible for the proactive maintenance        task.    -   Supervisor—the supervisor responsible for the proactive        maintenance task.    -   Tech—the assigned-technicians name, employee number, or other        identification.    -   Work By—the desired date(s) for performing the work order.    -   Pending—the date(s) the work order is (or was) pending.    -   Dispatch—the date(s) the proactive maintenance work order was        downloaded to the Technician Dispatch Module.    -   Complete—the date(s) the work order was completed.    -   Work Address—search all work orders containing matching        character string for work address.    -   Work Description—search all work orders containing matching        character string for work description.    -   FST Narrative—search all work orders containing matching        character string for Field Service Technician's narrative.    -   Disp Code—standard codes for reporting proactive work activity.    -   Priority—ranges from zero (0) to ten (10).    -   IST—Intermediate Status (IST) code assigned by Technician        Dispatch module. Examples include Bulk Dispatched Out (“BDO”),        Delayed Dispatch Out (“DDO”), Pre-assigned Out (“PAO”),        Dispatched Out (“DPO”), Closed in LMOS and PMA (“CLO”), and        Pending Dispatch (“PD8”).    -   Work Code —work codes specified by a particular state or        administrator.    -   Auth #—a number assigned by supervisory groups, such as        Proactive Analysis and Repair and Facilities Analysis and        Planning.    -   Type—these codes are shorthand descriptions of proactive        maintenance jobs. “RTAP,” for example, would indicate routine        proactive maintenance for air pressure issues. “RTCALOC”        indicates a cable locate request. “RTCDPL” indicates clear        defective pair lists. Other simple, shorthand codes can be        developed to describe common jobs.    -   Cable—search by cable.    -   Pair—search by pair.

FIG. 13 is a graphical representation of “Sort Order” fields. The “SortOrder” fields are obtained by entering “Y” (for “Yes”) in the “SpecifySort Order” field shown in FIG. 12. This option allows the user to sortretrieved data. The user uses keyboard arrow keys to scroll betweenfields. The user, for example, may enter a “1” to sort first by“Manager.” The user may then scroll and enter a “2” to sort second by“District.” The user can specify as many sort fields as desired. TheUtilities module will then perform sorting routines as specified by theuser.

FIG. 14 is a graphical representation of data from the ProactiveMaintenance Application. Once the user populates the desired “SearchCriteria” fields (shown in FIG. 12), the Utilities module performs thesearch routine and sorts the results as specified. The searched andsorted results are presented as shown in FIG. 14. An upper portion ofthe results contains the same fields (and respective definitions) asshown in FIG. 12. A lower portion of the results displays uniqueinformation for each highlighted proactive maintenance work order. As acursor is scrolled from one work order to another, unique information toeach highlighted work order is presented in the lower portion. A bottomportion of the results contains additional functions that the user canselect.

FIGS. 15-18 are graphical representations further describing theadditional user-selected functions shown in FIG. 14. FIG. 15 is agraphical representation of the “Notes” function. FIG. 15 shows the usermay view “Notes” annotating each highlighted work order. FIG. 16 is agraphical representation of the “Cable” function. FIG. 16 shows the usermay request and receive a list of cable and line pair counts associatedwith a work order. FIG. 17 is a graphical representation of the“Messages” function. FIG. 17 shows the user may request and receivemessages associated with each work order. The user can thus determinethe name of the person creating the work order, the time the work orderwas dispatched to a technician, and the time the work order wascompleted. Users may also request and receive messages from theTechnician Dispatch module, such as Loop Maintenance Operating System(LMOS) messages and time stamps. FIG. 18 is a graphical representationof the “Dispatch” function. The user highlights the desired work ordersand selects the “Select” option. Once all the desired work orders havebeen selected, choosing “Dispatch” then dispatches the selected workorders to the Technician Dispatch module.

FIG. 19 is a graphical representation of the “Edit” function shown inFIG. 14. The “Edit” function allows a user to change, update, add, ordelete information used and presented by the Proactive MaintenanceApplication. As FIG. 19 shows, when the “Edit” function is selected,fields that can be user-edited are underscored or highlighted. Somefields, however, have strict data format requirements. The Utilitiesmodule, therefore, may perform a validation to ensure any edited fieldsconform to the format requirements. If any invalid data is entered in aformatted field, the Utilities module will display an error message. TheUtilities module will not accept invalid data.

FIG. 20 is a graphical representation of the “Print” function shown inFIG. 14. This function allows the user to print the results to adesignated printer, or the user could email the results to an account.FIG. 20 shows the user may enter the recipient's email address or, asthe user types, choose from a list of matching addresses. The user maythis type the first letters of the recipient's name and scroll tohighlight the matching recipient.

Now that the “Search” option is described, the discussion returns toFIG. 11. FIG. 11 shows a user may additionally choose to manually add,delete, and exclude work orders in the Proactive Maintenance Applicationdatabase (shown as reference numeral 74 in FIG. 5). FIGS. 21, 22, and 23further describe the add, delete, and exclude options.

FIG. 21 is a graphical representation of the “Add Routine” option shownin FIG. 11. Most of the data fields are the same as that discussed withreference to the “Search Criteria” fields of FIG. 12. Those fields notpreviously discussed will be described. A “yes” in the “Clear Data?”field clears all fields after transmitting each new manually-added workorder. Although the default is a “yes,” changing the default to “no”will retain most data fields. The “Maintenance Center” field isautomatically populated when the wire center number is entered. A “no”in the “Pre-Assign” field indicates the manually-added work order is notpre-assigned, bulked, or delay dispatched to a specific technician. A“yes” in the “Pre-Assign” field is the opposite and indicates themanually-added work order is pre-assigned, bulked, or delay dispatchedto a specific technician. The “Pre-Est” is a required field and the usermust enter an estimated time for the added work order. The “AdditionalTasks” field defaults to “no” unless the estimated number of hoursexceeds eight (8). The “Task” field, likewise, defaults to (1) unlessthe estimated number of hours exceeds eight (8). Once the “Add Routine”data fields have been entered, the Proactive Maintenance Applicationassigns a PMA Number. The assigned PMA Number is shown near the bottomleft corner of FIG. 21.

FIG. 22 is a graphical representation of the “Delete Routine” optionshown in FIG. 11. The “Delete Routine” option allows the user to deleteproactive maintenance work orders that have not been sent to theTechnician Dispatch module (shown as reference numeral 108 in FIGS. 5,9, and 10). If the proactive maintenance work order is no longer needed,or aged, or duplicated in another work order, the user would delete thework order. As FIG. 22 shows, the user enters the PMA Number to bedeleted. The Utilities module then retrieves work order informationmatching the PMA Number. The user is then prompted to verify deletion ofthe records. If a user tries to delete a work order created or added bysomeone else, the Utilities module could send a message denying such aprivilege. Only a Systems Administrator, as a precaution, wouldgenerally have authorization to delete work orders created by anotheruser.

FIG. 23 is a graphical representation of the “Exclude Routine” optionshown in FIG. 11. The “exclude Routine” allows a user to exclude workorders that cannot be deleted. Work orders that have been sent to theTechnician Dispatch module (shown as reference numeral 108 in FIGS. 5,9, and 10) cannot be deleted, so these dispatched work orders must beexcluded. A user, for example, may assign three (3) work orders A, B,and C to a field technician. The user may estimate work order A requireseight (8) hours, work order B requires four (4) hours, and work order Crequires four (4) hours. If, however, the technician completes all threework orders in eight (8) hours, work orders B and C are now unnecessary,but, still queued for completion. Because work orders B and C have beendispatched to the Technician Dispatch module, work orders B and C cannotbe removed using the “Delete Routine” option (shown and described inFIG. 22). The “exclude Routine” is then used to remove work orders B andC. As FIG. 23 shows, the user enters the PMA Number to be excluded. TheUtilities module then retrieves work order information matching the PMANumber. The user is then prompted to verify exclusion of the records.

Now that the “Add Routine,” “Delete Routine,” and “Exclude Routine” havebeen described, the discussion again returns to FIG. 11. FIG. 11 shows auser may additionally choose to retrieve “LMOS Messages” from the LoopMaintenance Operating System and to conduct a “Pending Search” ofpending proactive maintenance work orders. FIGS. 24 and 25 furtherdescribe the “LMOS Messages” option and the “Pending Search” option.

FIG. 24 is a graphical representation of the “LMOS Messages” optionshown in FIG. 11. This option allows the user to retrieve messages fromthe Loop Maintenance Operating System (shown as reference numeral 128 inFIG. 9). The Proactive Maintenance Application creates a messageindicating the Trouble Ticket Number assigned by the Loop MaintenanceOperating System (the Trouble Ticket Number was previously describedwith reference to FIG. 12). The “LMOS Messages” option allows the userto retrieve the assigned PMA Number, the time and date the work orderwas sent to the Technician Dispatch System, and the name of the userdispatching the work order. The user, additionally, may retrieve theTrouble Ticket Number, any associated line records, and the date andtime the work order was completed. As FIG. 24 shows, the user may printor email the “LMOS Messages” and “find” messages associated with aparticular PMA Number.

FIG. 25 is a graphical representation of the “Pending Search” optionshown in FIG. 11. This option allows the user to search pending workorders. The user populates as many “Search Criteria” fields as possiblewith known information. Most fields, as before, have been previouslydescribed. The “Hour—From & To” field, however, represents a range ofthe estimates hours for completing a work order. A range, for example,of from three (3) to six (6) hours would return a listing of all pendingwork orders with an estimated time to complete of from three (3) to six(6) hours. Once the user populates the known fields, the ProactiveMaintenance Application retrieves pending work orders matching thesearch criteria. The retrieved pending work orders may be presented asshown in FIG. 14. Those of ordinary skill recognize the resultsretrieved from “Pending Search” option may be sorted as shown anddiscussed with reference to FIG. 13.

The discussion returns to the “Reports” option shown in FIG. 11. The“Reports” option allows the user to request a summary of proactivemaintenance work orders using various reporting formats. FIG. 26provides a further explanation of the “Reports” option.

FIG. 26 is a graphical representation of a sub-menu for the “Reports”option. The sub-menu allows the user to request various reportingsummaries for proactive maintenance work orders. “Address,” as describedearlier, provides a summary report sorted by work address. “Job Type” isa summary listing sorted by the type of maintenance job. “Time” is asummary report sorted by estimated time, average time, completed time,and any other time measurement of efficiency or performance. “Usage”provides a summary sorted by date or by a range of dates. “CompletedRoutines” is a summary of proactive maintenance work orders completed ona date or during a specified range of dates. “Actual Time Summary” is areport of each technician's completed proactive maintenance tasks duringa range of dates, including the estimated time for the job and theactual time for completion. The “Creator of Routine Tickets” selectionis a summary report listing the person creating the work order, theperson's title, the person's employee number, and the PMA Number. “CraftWork Summary” lists the technician number, manager, supervisor, TroubleTicket Number, line records, dispatch date and time, and completion dateand time.

EXAMPLE

The Proactive Maintenance Application 20 is further illustrated by thefollowing non-limiting example. FIG. 27 is a block diagram showing thisparticular non-limiting example is further configured for proactivelymaintaining the local loop (shown as reference numeral 78 in FIG. 4A).This non-limiting example is similar to that shown in FIG. 5, however,this example allows the Proactive Maintenance Application Database 74 tobe accessed by several user groups. These user groups include aProactive Analysis and Repair Center 136, a Facilities Analysis andPlanning Center 138, a Service Advocate Center 140, a Work ManagementCenter 142, an Address Facilities Inventory Group 144, Outside PlantEngineers 146, and a Facilities Work Group 148. These user groups haveauthority to access some or all information stored in the S ProactiveMaintenance Application Database 74. Some user groups may even haveauthority to alter information stored in the Proactive MaintenanceApplication Database 74. The Proactive Analysis and Repair Center 136,for example, has authority to alter the Dynamic Network Analyzerinformation 116 (shown as reference numeral 116 in FIG. 6). TheFacilities Analysis and Planning Center 138, likewise, has authority toassign in bulk any repairs to copper line pairs. The SystemsAdministrator may authorize as many groups as desired to access and evenalter information stored in the Proactive Maintenance Application 20.The Proactive Maintenance Application 20 thus allows dedicated groups tomonitor corporate-wide proactive maintenance. This corporate-widemonitoring ensures the local loop is proactively and uniformlymaintained in all states and regions.

Once information is acquired and stored in the Proactive MaintenanceApplication Database 74, the Proactive Maintenance Application 20prioritizes proactive maintenance prioritize proactive maintenance workorders. The weighted formulas predict proactive maintenance forPredictor indications, copper line pair changes, predict proactivemaintenance for Dynamic Network Analyzer work orders, and predictproactive maintenance bulk copper line pair recovery. The followingparagraphs describe each formula and its associated terms.

A weighted formula for predicting proactive maintenance using Predictortrends is first described. As those of ordinary skill recognize,Predictor is a computer program that collects nightly switchinformation. A Predictor module communicates with the communicationsnetwork and acquires this nightly switch information. The ProactiveMaintenance Application uses this nightly switch information to predictproactive maintenance based upon the Predictor trends. The nightlyswitch information may also be used by the Dynamic Network Analyzermodule to predict proactive maintenance and to indicate TSI's since awork order was created and dispatched. The formula $\frac{\begin{matrix}{{W_{1}({FEFO})} + {W_{2}({FEF1})} + {W_{3}\left( {{number}\quad{of}\quad{defective}\quad{line}\quad{pairs}} \right)} +} \\{{W_{4}({FEFOSI})} + {W_{5}({FEF1SI})}}\end{matrix}}{{Time}\quad{per}\quad{task}\quad{for}\quad{Predictor}\quad{packages}}$has both weighting variables and terms. The weighting variables are W₁,W₂, W₃, W₄, and W₅, while the terms are FEF0, FEF1, FEF0SI, and FEF1SI.The terms “number of defective line pairs” and “Time per task forPredictor packages” are self-evident to those of ordinary skill and willnot be further described. The weighting variables will be later shownand described in a table.

As those of ordinary skill recognize, the terms are common telephonydisposition codes. FEF0, for example, indicates a foreign electromotiveforce was found on the customer's line. A foreign electromotive forcemay be discovered during a mechanized loop test. FEF1 indicates abattery is present on the F1 facility or the facilities leaving thecentral office. FEF0SI indicates a foreign electromotive force since awork order was issued. FEF1SI, likewise, indicates a battery is presentsince a work order was issued.

A weighted formula for predicting copper line pair changes is nextdescribed. The formula is$\frac{A + B}{{Time}\quad{per}\quad{task}\quad{for}\quad a\quad{pair}\quad{change}}$

-   -   where        A=W ₆(Code 4)+W ₇(Code 7)+W ₈(Code 9)+W ₉(Predictor) and        B=W ₁₀(number of defective line pairs)+W ₁₁(TSI4)+W ₁₂(TSI7)+W        ₁₃(TSI9).

The formula, as above, has both weighting variables and terms. Theweighting variables are W₆, W₇, W₈, W₁₁, W₁₂, and W₁₃, while the termsare Code 4, Code 7, Code 9, TSI4, TSI7, and TSI9. The terms “number ofdefective line pairs” and “time per task for a pair change” areself-evident to those of ordinary skill and will not be furtherdescribed. The weighting variables will be later shown and described ina table.

The terms, again, are common telephony disposition codes. Code 4 appliesto all troubles found in cables, cable terminals, amplifiers, line wire,load coils and protection, field-located concentrators, field-locatedcarrier equipment, and field-located loop electronics. Code 4 alsoincludes trouble reports resulting from a failure of the outside localloop equipment. Code 7 applies to those trouble reports that are testedand verified without dispatching a field technician. Code 7 indicates atrouble report was tested/retested and verified as corrected, eithermanually or mechanically, so no dispatch is required. Code 7 wouldinclude customers who verify their equipment is properly working beforea mechanical or manual test is conducted. Code 9 applies when adispatched field technician cannot locate a root cause of the trouble.Code 9 includes trouble reports referred first to central office forces,but subsequently, dispatched to outside forces.

As those of ordinary skill also understand, the TSI terms indicateTrouble Since Issued (hence “TSI”) dispositions. The Trouble SinceIssued dispositions (as previously explained with reference to FIG. 6)applies to trouble received after the proactive maintenance work ordershave been developed, but, not dispatched. TSI4, for example, indicatesCode 4 trouble was received after the proactive maintenance work orderwas predicted. TSI7 and TSI9, similarly, indicate Code 7 trouble or Code9 trouble, respectively, was received.

A weighted formula for predicting Dynamic Network Analyzer proactivemaintenance is next described. The formula is$\frac{C + D}{{{Time}\quad{per}\quad{task}\quad{for}\quad{Dynamic}\quad{Network}\quad{Analyzer}\quad{work}\quad{order}}\quad}$

-   -   where        C=W ₁₄(Code 4)+W ₁₅(Code 7)+W ₁₆(Code 9)+W ₁₇(Predictor) and        D=W ₁₈(number of defective line pairs)+W ₁₉(TSI4)+W ₂₀(TSI7)+W        ₂₁(TSI9).

The terms Code 4, Code 7, Code 9, TSI4, TSI7, and TSI9 are the same asdescribed above. The terms “number of defective line pairs” and “timeper task for Dynamic Network Analyzer work order” are self-evident tothose of ordinary skill and will not be further described. The weightingvariables will be later shown and described in a table.

A weighted formula for predicting bulk copper line pair recovery is nextdescribed. The formula is$\frac{{W_{22}({growth})}\left( {{number}\quad{of}\quad{defective}\quad{line}\quad{pairs}} \right)}{\begin{matrix}\left( {{number}\quad{of}\quad{spare}\quad{line}\quad{pairs}} \right) \\\left( {{time}\quad{per}\quad{task}\quad{for}\quad{bulk}\quad{pair}\quad{recovery}} \right)\end{matrix}}$

The term “growth” is the increase in loop activity created by requestsfor new service and for new customers. The terms “number of defectiveline pairs, number of spare line pairs,” and “time per task for bulkpair recovery” are again self-evident to those of ordinary skill andwill not be further described. The weighting variables are shown anddescribed below.

The weighting variables are chosen based upon field experience. As thoseof ordinary skill recognize, the weighting variables are used to adjustpredicted results. The predicted results are compared with actual fieldresults. The weighting variables are then adjusted until the predictedresults closely approximate actual field results. As those of ordinaryskill also recognize, the weighting variables may be continually refinedto improve predicted work order results. The table below shows thevalues of the weighting variables used in the non-limiting example.These weighting variables were selected based upon the actual results of170 predicted work orders. Weighting Variable Value Weighting VariableValue W₁  0.89 W₁₂ 0.24 W₂  0.50 W₁₃ 0.24 W₃  5.90 W₁₄ 0.18 W₄  0.89 W₁₅0.18 W₅  0.50 W₁₆ 0.45 W₆  0.24 W₁₇ 13.4 W₇  0.24 W₁₈ 0.18 W₈  0.24 W₁₉0.90 W₉  9.20 W₂₀ 0.18 W₁₀ 1.60 W₂₁ 0.45 W₁₁ 0.54 W₂₂ 0.08

While the present invention has been described with respect to variousfeatures, aspects, and embodiments, those skilled and unskilled in theart will recognize the invention is not so limited. Other variations,modifications, and alternative embodiments may be made without departingfrom the spirit and scope of the present invention.

1. A method of managing proactive maintenance tasks for a communicationsystem, the method comprising: storing proactive maintenance tasks;searching the tasks using at least one search criteria; permittingdeletion of proactive maintenance tasks if the proactive maintenancetask has not been sent to a technician dispatch module which dispatchesproactive maintenance tasks to technicians; permitting exclusion ofproactive maintenance tasks if the proactive maintenance task has beensent to the technician dispatch module.
 2. A method of managingproactive maintenance tasks according to claim 1, further comprisingpredicting proactive maintenance tasks.
 3. A method of managingproactive maintenance tasks according to claim 1, wherein the at leastone search criteria includes at least one of Proactive MaintenanceApplication number, Trouble Ticket Number, area code, status, WireCenter, district, manager, and supervisor.
 4. A method of managingproactive maintenance tasks according to claim 1, wherein the at leastone search criteria includes at least one of technician date, address,description, technician narrative, disposition code, priority,intermediate status code, work code, authorization, cable, and linepair.
 5. A method of managing proactive maintenance tasks according toclaim 1, further comprising sorting the tasks using at least one sortcriteria.
 6. A method of managing proactive maintenance tasks accordingto claim 5, wherein the sort criteria includes at least one of ProactiveMaintenance Application number, Trouble Ticket Number, area code,status, Wire Center, district, manager, and supervisor.
 7. A method ofmanaging proactive maintenance tasks according to claim 5, wherein thesort criteria includes at least one of technician, date, address,priority, status code, work code, and authorization.
 8. A method ofmanaging proactive maintenance tasks according to claim 1, furthercomprising editing the proactive maintenance tasks using at least oneedit criteria, the edit criteria including at least one of wire center,district, priority, date, work code, manager, supervisor, technician,maintenance center, authorization, address, and work description.
 9. Amethod of managing proactive maintenance tasks according to claim 1,further comprising acquiring cable and line pair information associatedwith the proactive maintenance tasks.
 10. A method of managing proactivemaintenance tasks according to claim 1, further comprising generatingwork order information describing the proactive maintenance tasks.
 11. Amethod of managing proactive maintenance tasks according to claim 1,further comprising dispatching the proactive maintenance tasks.
 12. Amethod of managing proactive maintenance tasks according to claim 1,further comprising adding additional proactive maintenance tasks to thestored tasks.
 15. A method of managing proactive maintenance tasksaccording to claim 1, further comprising communicating with acommunications network and acquiring information associated with a LoopMaintenance Operating System.
 16. A method of managing proactivemaintenance tasks according to claim 1, further comprising searchingpending proactive maintenance tasks.
 17. A method of managing proactivemaintenance tasks according to claim 1, further comprising generatingsummary reports describing the tasks.
 18. A system configured forpredicting proactive maintenance of a communication system, the systemcomprising: at least one module communicating with a communicationsnetwork and acquiring information associated with the communicationsnetwork; a database stored in memory, the database storing the acquiredinformation; a processor capable of processing information stored in thedatabase and of generating predicted proactive maintenance; and autilities module for managing the predicted proactive maintenance, themanaging including; storing proactive maintenance tasks; searching thetasks using at least one search criteria; permitting deletion ofproactive maintenance tasks if the proactive maintenance task has notbeen sent to a technician dispatch module which dispatches proactivemaintenance tasks to technicians; permitting exclusion of proactivemaintenance tasks if the proactive maintenance task has been sent to thetechnician dispatch module.
 19. A computer program product forproactively maintaining a communications system; comprising: acomputer-readable medium; and a utilities module stored on the medium,the utilities module managing proactive maintenance tasks, the managingincluding; storing proactive maintenance tasks; searching the tasksusing at least one search criteria; permitting deletion of proactivemaintenance tasks if the proactive maintenance task has not been sent toa technician dispatch module which dispatches proactive maintenancetasks to technicians; permitting exclusion of proactive maintenancetasks if the proactive maintenance task has been sent to the techniciandispatch module.